Support and Incident Report
Submit a support request using the attached form or contact us
Customer service is open on weekdays from 9:00 AM to 4:00 PM.
By phone: 010 508 2590
By email: asiakaspalvelu@funlus.fi
Request for quotations to: myynti@funlus.fi
Frequently Asked Questions
Do you have any questions? You will most likely find the answer in the following compiled responses.
We do not use pre-made templates. Each logo is designed individually by a graphic designer based on the customer’s needs and preferences and hand-drawn.
We do not recommend using pre-made templates for logos, as it is more difficult to obtain a trademark for them. It is always best to create a unique logo, making it easier to protect and register.
The general name servers are:
ns1.nopeawebhotelli.fi
ns2.nopeawebhotelli.fi
ns3.nopeawebhotelli.fi
For virtual servers, custom name servers may be in use. You can check your name servers
here.
DNSSEC (Domain Name System Security Extensions) is a service that strengthens the security of name servers. DNSSEC is a form of insurance that ensures that an Internet user can access the web page he or she intends to go to. DNSSEC protects you against attacks on your name server system. DNSSEC ensures that responses to name server queries come from the right sender and that the response information has not been tampered with. When DNSSEC is enabled, responses to name server queries are digitally signed. In the name service, each domain name is assigned its own unique IP address (e.g. www. traficom.fi IP address is 87.239.126.33). DNSSEC technology ensures that the computer sending the query (e.g. a web browser) can see whether the response to the Internet address received via the name service comes from a server registered as a trusted server. To enable the DNSSEC service. Make a notification in the self-service portal (change request). Indicate your domain name and the DNSSEC deployment and the desired start date. The service is optional and is included in all our IT support packages (three of a kind, full house, straight flush).
You can report it through our 24/7 service portal https://funlus.atlassian.net/servicedesk/customer/portal/2/group/2/create/10013
You can submit a support or change request directly through the self-service portal: https://funlus.atlassian.net/servicedesk/customer/portal/2/group/-1
You can also email us at asiakaspalvelu@funlus.fi or call 010 508 2590
Registrars handle on behalf of their customers
- registration of .fi domain names in the Finnish Transport and Communications Agency’s domain name register
- updating of domain name information
- the renewal of the validity period
- the transfer from one registrar to another
- the transfer from one user to another
- the termination.
The registrar is also obligated to provide its customers with
- general guidance regarding .fi domain names
- information if the registrar’s operations have ended or if the Finnish Transport and Communications Agency has issued a prohibition decision regarding the registrar
A domain name must not, at the time of registration
- correspond to another protected name or trademark at the time of registration unless the domain name holder can provide an acceptable justification for its registration
- resemble another protected name or trademark if it is registered with the apparent intent of gaining unfair advantage or causing harm.
Allowed characters in a domain name
The intermediary must advise its customers about the characters
, which are the letters a-z and the numbers 0-9, allowed in domain names. Other permitted
characters include the national characters å, ä and ö and the Sámi language characters of
spoken in Finland, as well as the hyphen-minus sign. When marketing and brokering domain names
, brokers must take into account the restrictions on domain names containing national characters. Customers applying for and considering a domain name should be aware of the technical limitations of domain names containing national characters. In particular, customers should be aware of the possible need to apply for both
domain names with national characters and corresponding domain names without national characters, such as ääkkönen.fi and aakkonen.fi.
The use of characters outside the Latin alphabet is made possible by the punycode, also known as ACE (ASCII Compatible Encoding). The name server system understands a domain name containing national characters if it is technically defined in ACE format. For example, ääkkönen.fi is in ACE format: xn--kknen-fraa=0m.fi. There are numerous websites offering conversion tools. Such a tool can also be found on the website of the Finnish Transport and Communications Agency.
You can check protected names and trademarks in the public registers of the Finnish Patent and Registration Office (PRH) such as (the websites will open in a new tab when you click the name):
The Business and Organization Information System (YTJ)
The Association Register
The Trademark Register
Additionally, the European Union Intellectual Property Office (EUIPO) maintains the EU Trademark Register, where you can verify the availability of trademarks and names.
Protected names and trademarks, as defined by the Electronic Communications Services Act, include names or marks registered in Finland’s Trade Register, Trademark Register, Association Register, Foundation Register, or Party Register for public entities, state enterprises, independent public law institutions, public law associations, and foreign diplomatic missions or their institutions. They also include established names, secondary identifiers, or trademarks as defined in the Trade Name Act and Trademark Act. Additionally, EU trademarks registered in the EUIPO (European Union Intellectual Property Office) trademark register are considered protected. For example, Funlus® is a trademark.
Yes, we can. Your old logo can be updated to a more modern design based on your needs and preferences. We can retain specific elements from the old logo, such as its color scheme or key parts of the brand mark, or we can create a completely new logo while maintaining the essence of your brand.
The final logo is available in various file formats based on your needs.
The logo design process is unique for each client and depends on your specific preferences and needs. The time required for finalizing and refining the design can extend the process but often results in a more polished and distinctive outcome for your business. The duration also depends on whether the logo is based on a pre-existing concept or fully hand-drawn by our graphic designer. In the fastest cases, a logo can be ready within a week, while more complex brand definitions and preliminary research can take one to two months.
Yes, you can purchase a customized brand guide for your company. Take a look at our brand identity packages.
Please provide us with at least the following information:
- What industry is your company in.
- What would you like the logo to include; do you prefer a text-based logo, or a combination of text and a brand mark (such as an icon or other symbol)
- Do you have any preferences for the style of the logo. You can also send example images of design styles and colors you like.
- If your company already has defined brand colors, you can provide them to our graphic designer in RGB or Hex format.
- Where do you intend to use the logo? It is important to know the primary applications for the logo during the design process. For print materials, CMYK colors are used, while RGB colors are suitable for websites and digital platforms.
Support services include general assistance tasks such as email configuration, resetting email passwords, WordPress guidance/materials, and issue management. The purpose of the service is to ensure that our customers receive fast WordPress websites, functional email addresses, and expert support in one package.
The WordPress content management system requires regular software updates to mitigate security risks, which is why these updates are included in the service price. Additionally, we perform regular backups of our customers’ websites to ensure data security.
All support services include high-quality web hosting on Finnish servers, guaranteeing fast website performance. You will also receive a custom domain name (e.g., .fi, .com, .net) and email services (IMAP, POP3). The support agreement also covers domain management according to the new registrar model (more info).
The service level (SLA) varies depending on the selected support package. With the Basic level, you have access to email support on weekdays. Basic Plus includes both email support and phone support on weekdays. The Pro level provides phone support along with a prioritized response time (SLA: 1 business day) on weekdays and can be extended for an additional fee to include emergency support on weekends and public holidays.
Making changes to the website is a separately billed service according to the price list or agreement (e.g., adding content on behalf of the customer, modifying the design, adding a form, etc.) and is not included in the support service.
Yes. We create both websites and online stores to be responsive. Responsiveness means that the site adapts to look good on any device, whether it’s a computer, tablet, or phone.
We are here to support you in case of website disruptions and other issues you may encounter with the website you ordered from us. We also provide guidance to our customers on how to resolve the most common issues independently. Our customer service is available on weekdays from 9 AM to 4 PM, where you can get assistance by calling, emailing, or submitting a support request here. Customer service contact details: asiakaspalvelu[at]funlus.fi
Phone: 010 508 2590
Yes, it is visible. We build websites with search engine optimization (SEO) in mind. Our goal is to ensure that websites meet the necessary requirements to appear in search engines. We also guide our customers in creating high-quality content independently and provide advice on the types of content that gain more visibility.
We guide our customers in independently updating their website’s blog or products. We also offer update services for both small and large modifications. Please contact us well in advance if you are planning changes to the website’s appearance or major content updates. Together, we will assess the necessary modifications to ensure a smooth update process.
Unfortunately, no. Depending on the service, you have a limited amount of storage space, where images, videos, and emails received via your website are stored. For most standard websites, the allocated storage space in our services is sufficient. However, additional storage can be purchased if needed. Having many large images or videos on a single page can also slow down the website’s loading speed. Therefore, we recommend optimizing the file size of images and videos. When we build websites for our clients, we ensure that media files do not slow down the site’s performance and that loading times remain fast.
The website servers are located in Europe, either in Helsinki, Finland (for web hosting services) or in Frankfurt, Germany (Amazon Web Services) within the best backbone network. The servers are backed up daily and monitored 24/7 to ensure continuous operation. The connection to the servers is reliable and fast.
SSL stands for Secure Sockets Layer. SSL protection creates a secure connection between the user and the server, ensuring that sensitive information, such as credit card details entered on a website, cannot be accessed by third parties. Active protection changes the website address from “http://” to “https://”. Additionally, secured websites achieve better visibility in search engines like Google. An SSL certificate is included with every website ordered through our services.
We take care of security updates for WordPress and ensure the functionality of the servers on your behalf. The customer is responsible for safeguarding sensitive information, such as preventing the website admin password from being leaked to third parties. If needed, we can provide guidance on security-related matters even before the website is launched.
Website prices are determined based on the services required to set up the website. Pricing details for websites can be found on our website, for example, here: Website and Online Stores The website’s monthly maintenance fee consists of support services, domain, and web hosting fees. The price varies depending on the selected service coverage, ranging from €5 + VAT/month to €99 + VAT/month. Additionally, you can purchase separate website update services as needed, which are billed according to the current price list. Modifications may include updating the design, adding a new page to the site, or creating content in collaboration with the client.
We offer ready-made service packages for setting up websites. If needed, we can also customize the service scope on a case-by-case basis to meet your specific needs. You can order a service package directly here (opens in a new window). Our service packages include at least the following:
- Hosting Service
- Backup
- Domain
- At least 2GB of storage space
- Email mailbox (at least 1) (Office licenses also available, purchased separately)
- SSL protection and 24/7 server monitoring
On websites, we use the popular WordPress content management system, while online stores operate on WooCommerce. Updating content (blogs, online store products, images, etc.) can be done independently, or you can request our update service if needed.
We create websites responsively, ensuring they function on mobile phones, tablets, and computers. We also provide support via phone and email for troubleshooting.
A branch of search engine marketing where a company’s website structure and value are improved, for example, in Google’s organic search results. Costs are based on the actions taken to help the site rank higher on search results pages.
In short, higher Quality Scores generally lower costs and improve ad placement. Everyone (advertisers, customers, publishers, and Google) benefits most from the AdWords system when the ads displayed are relevant and closely match what customers are searching for. Relevant ads typically receive more clicks, rank higher, and deliver better results. Learn more: https://support.google.com/adwords/answer/2454010?hl=fi
Geotargeting
Google AdWords geotargeting may be the reason why your ad is not currently visible on Google. Geotargeting allows you to select countries, regions, and languages for each campaign. If your location is outside the targeted area, you won’t see your ad when searching for it. However, you can view your ad regardless of your location with Ad Preview and Diagnosis -tool by specifying the location.
Daily budget has been exhausted
AdWords displays your ads as often as possible without exceeding your daily budget. Once the budget limit is reached, your ad will no longer be shown for the rest of the day. It is also possible that due to a small campaign budget, the ad is displayed only intermittently to prevent exceeding the daily budget.
Scheduled Campaign
You may not find your ad if it is scheduled to appear only at certain times of the day or on specific days of the week.
Searching for your own ad on Google
If you repeatedly search for your own ad on Google without ever clicking on it, the ad may stop appearing for you. This happens because Google’s system recognizes your computer and stops showing ads that it perceives as uninteresting to you. Remember to use Ad Preview and Diagnosis -työkalua to view your ad as it appears in Google search results. This prevents impressions from accumulating when you try to find your ad. (Read more: https://support.google.com/adwords/troubleshooter/1711301?hl=fi#ts=1712925,1713041,1713044,1712989)
Terms that are essential to a company’s website. For example, keywords for a car dealership’s website include: car dealerships, used cars, new cars, etc.
Keywords are used, for example, in search engine marketing.
CPC, or Cost per Click, is the amount you are charged each time your ad is clicked. The average cost per click is calculated by dividing the total cost of your clicks by the total number of clicks.
Service Levels (2024)
99.9 %
First response within the time target (SLA)
99.8 %
Request resolved within the time target (SLA)
4.79 hours
Average resolution time
5.0/5 stars
Satisfaction with resolutions
First response within the time target (SLA)
First response time target:
| Priority | Time target |
| Critical | 2 hours |
| High | 4 hours |
| Medium | 12 hours |
| Small | 18 hours |
| Low | 80 hours |
Request resolved within the time target (SLA)
Resolution time target:
| Priority | Time target |
| Critical | 4 hours |
| High | 8 hours |
| Medium | 24 hours |
| Small | 36 hours |
| Low | 160 hours |
Incident management process
Next, we will describe Funlus Oy’s incident management and support request handling process.
First, an incident is detected. The source can be, for example, an automated monitoring system, a customer, a user, or an employee. The incident can be reported via email, the self-service portal, or by phone. Next, the observation is recorded. This includes details such as who made the report and what the issue concerns. In the classification phase, the incident report is categorized based on urgency and impact. The extent and criticality of the incident are considered. Based on this, target response and resolution times are defined for the incident. After that, information about the incident is gathered by replicating, repeating, and isolating the issue. This data is used in the resolution phase to optimize the appropriate fix. Finally, the incident/ticket is closed in the system and sent to the customer for evaluation. If the customer is satisfied with the resolution, the incident is archived. If the customer is not satisfied, the incident report is returned for further investigation. A diagram illustrates the process step by step.
Response time targets are calculated based on business hours (Monday to Friday) between 9 AM and 5 PM (service desk operating hours). For example, if an incident is detected on Sunday night at 3 AM and employees return to work on Monday at 9 AM, and the customer receives a response at 10 AM, the response time is 1 hour. If the ticket is resolved at 11 AM, the resolution time is 2 hours. Over 90% of incidents are detected through automated monitoring systems and are resolved without a customer reporting the issue. Less than 10% of requests are submitted by customers or users.
Service Request Management Process
Below is a description of Funlus Oy’s service request management and handling process. First, a service request is received. The source can be a customer, user, automated monitoring system, or employee. A service request can be submitted via email, the self-service portal, or by phone. Customers can track the progress of their service requests through the self-service portal and email notifications. Next, the service request is recorded, including details such as who submitted it and what it concerns. In the classification phase, the service request is categorized based on urgency and impact. The scope and criticality of the request are assessed. Based on this evaluation, target response and resolution times are determined for the service request.
Next, information related to the service request is gathered, for example, by reviewing background materials or relevant guidelines. This information is utilized in the resolution phase to determine the appropriate implementation method. Finally, the service request/ticket is closed in the system and sent to the customer for evaluation. If the customer is satisfied with the resolution, the service request is archived. If the customer is not satisfied, the request is returned for further investigation. A diagram illustrates the process step by step.
Response time targets are calculated based on business hours (Monday to Friday) between 9 AM and 5 PM (Service Desk operating hours). Example: A service request arrives on Saturday at 1 PM, and employees return to work on Monday at 9 AM. The customer receives a response at 10 AM, making the response time 1 hour. The ticket is resolved at 11 AM, resulting in a resolution time of 2 hours.
